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Fulfillment by Amazon (FBA) is a service we offer sellers that lets them store their products in Amazon's fulfillment centers, and we directly pack, ship, and provide customer service for these products. Something we hope you'll especially enjoy: FBA items qualify for FREE Shipping and Amazon Prime.

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Editorial Reviews

About the Author

Richard C. Whiteley, one of the world's most sought-after speakers on the subject of customer service, is Vice Chairman and cofounder of The Forum Corporation, America's leading experts on customer-focused quality.

The book arrived exactly 2 weeks after ordering it- which I think was a little long, but I was not in a rush. It was in EXCELLENT condition. There were no tears, no writing, not even sun damage and the book is from 1991!! I would purchase from seller again.

Even though this book was written over twenty years ago, it is still relevant today. The book provides some basic insights into how to see customers. It asks the reader to take a look at their business through their customers' eyes.

The book is easy to read and contains some interesting anecdotes from well-known businesses and business people.

If you are looking to improve the customer service at your organization, this book is one you should read. If you are wondering why your business is not doing all that it can, financially speaking, perhaps you need to read this book as well.

The bottom line: Anyone interested in customer service should read all they can AND talk to their customers.

I checked this book out from the Wharton County Library [...] Support your local library.

The last quote in this book says it best, so let's start with that. According to retailing legend Stanley Marcus of Neiman-Marcus: "There are only two things of importance. One is the customer, and the other is the product. If you take care of customers, they come back. If you take care of your product, it doesn't come back. It's just that simple. And it's just that difficult." Richard C. Whiteley, co-founder of The Forum Corporation, a leading consulting group that works with companies on customer-focussed quality issues, has written a readable, relatively basic (that doesn't necessarily translate to simple) book on how to become a customer-driven company. Based on five years of research conducted by his company, the book reviews such maxims as "Saturate your company with the voice of the customer," and "communicate your vision constantly." While there is nothing particularly new about what Whiteley reports, he carefully catalogs the process of determining what customers want and how to give it to them. In so doing, he leads the reader along the customer's path, and provides insightful points to ponder. What's interesting about this book is the duality of the material presented. Of the roughly 300 pages in this book, one-third is an extensive appendix filled with various customer surveys, and explanations of other research tools. Need to create a histogram? No problem, it's in this book, as are explanations on force field analyses, process mapping and tracking and more. While informative as a reference tool, this last third is starkly different from the main text, which covers the message in a basic, quick-read way. In any case, reading both parts will give you a full sense of the customer-driven movement and some how-to's to begin the journey.

After reading this book, your should know the importance of treating your customers well:external customers and internal customers. This book is easy to follow with clear structure and concise wording. This book also teach you how to be the customer driven company. Moreover, with the tool kits, you can really move from talk to action. "if you treat your customer good, they will come back, if your treat your products good, they never come back", which mean that to run a success business, you are not only have to produce high quaility products but also treat your Customers well. Check out from this book now to know how to be the customer driven company.

This book is very worthwhile to read. It tells ushow important customer is. If a business only concernsabout its own product quality without placing a highemphasis on their services to customers, that businesswill not be able to success.The book is especially useful for businessmen. It provides7 imperatives for being a customer driven company. Thereare also toolkits provided which help guiding businessmenhow to do in reality.

I have used this book with 3 different customer service teams. In weekly meetings, we review one chapter at a time. It provides an excellent focus for a team. The examples are well defined and this gives credibility to the material.